@Anonymous wrote:
Hi there,
I recently tried to unlock my phone via the o2 unlock form and got an email saying
'iPhone Unlatching Request - Kana Case ID: 414340641 (KMM774406324I15977L0KM)
Thank you for your iPhone unlatching request.
I'm sorry, we have not been able to unlatch your iPhone at this time.
The reason given is: Sorry, you have not passed our security checks with
the information that you have provided. Kindly check that you have
provided the correct information.
'
As far as I know I don't have any security passwords of any such for o2. Any help?
Hi there,
I got the very same message with a similar reference number with the word Kana in it. I wondered if this was the name of an individual. Regardless, you can either resubmit or do it through a pop-up chat window. Either way they will ask for a password. What they are actually asking for is the response to your secret question.
This may be your first school , mother maiden name etc. My bet is that you opted to avoid this question when you submitted your unlock request and you filled in your bill date, last bill amount and tariff name? I also reckon you probably answered it perfectly but our foreign friends at mycare decided to bounce it.
Have a look at your myO2, on the left hand column, click My Details, then click View my security details. Hopefully you will find the security question and answer.
I would then just use a pop-up chat window, usually very helpful.
af
